BH North America Corporation

I am writing to let you know that we have replaced *** *** indoor cycle, with a brand new unit on Friday, October 27th. This was taken, assembled and installed into their home by our Customer Service Manager personally. The bike they received is a major upgrade from the one
that was originally purchased. The original unit that was purchased was a Synchro GS residential level indoor cycle valued at $699, and *** was upgraded to our award-winning, full commercial LK500IC unit, valued at $1299, which is $increase in value to the customer with a much longer warranty as well. We have apologized profusely to *** regarding the delay in response. *** was trying to contact us through an email listed on our website that was having technical issues and not being delivered to a live person With multiple service emails pointing into our call center for North America, it did not appear internally that anything was amiss, until we received some phone calls asking why emails were not being answered on this specific inbox. We found the issue, and have fixed it moving forward with additional check and balances to ensure it cannot happen again. After solving the issue and recovering all of the lost emails, we found that the email box was down for approximately days. We worked diligently for the following week to catch up on all of these emails, and go above and beyond to satisfy the customers that had been waiting for a response from us. ***’s situation was no exception to this. Normally, for a warranty, a service technician would need to be scheduled, the bike shipped to them, delivered and assembled. This is a process that can take upwards of a week to schedule and deliver. But in this instance and because of the delay due to the email issue, our Customer Service Manager volunteered to put the bike in his car and drive it from Foothill Ranch, Ca., down to the customer’s home in San Diego and personally assemble/install it as well as removal of the non-conforming bike. I took over management of our Customer Services at the end of September (in addition to my Product Management and Quality Control responsibilities) after our previous Director of Customer Service position was eliminated in the middle of September. I have since restructured the Customer Service department (doubling the staff we have dedicated to end users/consumers and retaining levels dedicated to our dealers across the US and Canada.) We are also investing resources into several items to improve our customer services, including but not limited to new email management/ticketing software, employee training and manpower. At BH North America, customer service is a top priority, and the lapses in management that allowed this situation to happen have been addressed. I am unsure why your previous attempt to contact us did not reach me or my Customer Service manager, and I will be looking in to this. However, I hope you can see in good faith, that we had already moved to address the complaint prior to receiving your letter dated October 25th, 2017. We did so as quickly as possible once we found the situation existed, and did so with a high level of service, value and with a deep apology to the consumer. Please let me know if there is any further information you require. I will be personally following up with *** to ensure satisfaction now that the new bike has been in the Chambosse home for almost a week. Best regards, *** ***|Director of Product Management, QC and Customer Services

Review: We purchased a Bladez T6Basic model treadmill new in 2007. It carried a 10 year warranty on certain parts and a 3 year service warranty. During the first 3 yrs., the treadmill incline motor failed 2 times and was repaired under the full service warranty. In Sept. of this year, the treadmill failed again. BH referred us to their service providers, Insight Solutions who over the course of several months were unable to complete the repairs,failed to show up for appointments and as it was later discovered, misdiagnosed the problem altogether costing us out of pocket expenses for unnecessary parts as well as lost time and use of the machine.On Nov 13, [redacted] @ BH directed me to Go Configure, a Chicago based service provider. Since then, Go Configure has sent a local technician to our home a total of 3 times to no avail. The first service call he performed a diagnosis, indicating both the previous misdiagnosis as well as the incorrect installation of the replacement motor done in 2010 under the original service warranty-which ultimately caused the motor to fail again. His findings were reported to BH who was to send the necessary parts directly to our home, however on both subsequent visits, the technician discovered that BH continues sending the wrong parts.As of today's date, our treadmill has been non functional for 4 months, which does not include the loss of use during the first 2 breakdowns in 2009-2010. Additionally, during repair #2 in 2010, BH installed the wrong control board, which caused permanent loss to many optional control features. We also still have the parts that were ordered and paid for due to Insight Solution's error, that we have been told to hang on to just in case by BH.Desired Settlement: Due to the repetitive failures of the treadmill, lost use due to faulty workmanship by BH's service contractors and the current inability to resolve the repairs in a timely fashion, we want BH to replace the unit with a new one. We understand we only have remaining warranty on certain parts nonetheless, the current problem with the treadmill is the direct result of faulty repairs during the 3 yr coverage. We also want to return all unnecessary parts for reimbursement.

Review: I've been using an Elliptical purchased in 2009. Recently a piece (metal) connected to the elliptical broke off, so one of the leg attachments cannot be used. I went to BH North America because the piece is inside the frame. They tell me that the frame is actually inside the bottom part of the elliptical. What I believed was the frame is covering the frame (which is a simple piece of metal the part that broke off was attached to). I have had years of issues with this device.Desired Settlement: Send the replacement part at no charge, with the directions on the replacement procedure. That's all.